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NBN Fibre Required Speed Troubleshooting

This article will explain all the troubleshooting that must be completed for speed faults with an nbn™ Fibre to the Premises (FTTP) internet service.

We recognise that these tests may be time consuming and complicated for some users, but these tests are required in order to lodge a fault. If you get stuck, please call our friendly Support Team on 13 22 58 and we'll be happy to help.

Getting Started

Testing must be performed on two different computers that are plugged in according to the following advice, depending on the type of nbn™ broadband you have:

- For nbn™ Fibre to the Building/Node (FTTB/N) broadband, the computers should be plugged into any of the LAN ports on the modem, such as the example for our TG-1 Broadband Gateway shown below.

- For nbn™ Fibre to the Premises (FTTP) or nbn™ Wireless broadband, each computer should take turns being plugged in to the active port of your nbn™ Connection Box using an Ethernet cable. The active port is typically the UNI-D 1 port, such as the example shown below for FTTP. Please note that the Connection Box for nbn™ Wireless looks different but the port is still labelled UNI-D 1.

You'll need to record the MAC address of each computer you use for testing. Learn how.

Testing needs to be conducted over multiple days. A member of our Faults Fibre Team will be able to advise how many days of testing is necessary for the nature of your fault.

Each test must be performed three times each day: once in the Morning, the Afternoon and the Evening.Please note: If you miss one of these tests, you cannot perform the test twice at the next interval to make up for it. This will cause nbn™ to reject the fault.

Testing must be completed within 72 hours before submitting the fault. nbn™ will reject faults where the most recent set of test results are older than 72 hours.

Please note that some tests require the latest version of Adobe Flash to be installed.

In a text editing program such as Microsoft Word or Notepad, record the following information for your test.

Date: (Date test was performed)Time: (Time test was performed)Result link: (Paste your result link from the speed test)MAC Address: (MAC Address of computer used for test)

Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 2: TCP Throughput

There are two separate methods to test TCP Throughtput, and nbn™ requires both to be performed at each testing.

Please note that the following web browsers are suitable for these tests because they display the file transfer rate while a file is downloading:

Google Chrome

Mozilla Firefox

Microsoft Internet Explorer

Microsoft Edge and Safari 9 (default browser for Mac OSX El Capitan) do not show the transfer rate while a file is downloading, so they are not suitable for these tests. This feature may exist in earlier versions of Safari, but otherwise we recommend a browser which is available to all operating systems such as Google Chrome.

Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 3: Ping

Windows

On a Windows PC, open the Start menu. Select All Programs > Accessories > Command Prompt. Alternatively, Search for "cmd".

Type the following ping commands into the Command Prompt. After each command, press Enter to action it:

ping -n 100 -w 3000 ftp.iinet.net.au

ping -n 100 -w 3000 speedcheck.cdn.on.net

ping -n 100 -w 3000 speedtest.net

After completing all three pings, click the CMD icon in the top left of the window and select Edit from the drop-down menu.

Click Select All to highlight the text in the Command Prompt, and then hit the Enter key on your keyboard to Copy the text.

Paste (CTRL+V) the text into a Word document (or similar) and save it as a text file on your Desktop. We recommend that you Rename these files and add the Date and Time to the file name so you can easily recognise them when it's time to send your test results to us.

e.g. "pingftp.txt" could be renamed to "pingftp10AUG_Morning.txt"

MAC OSX

Click Go in the top menu bar and select Utilities. In the top right-hand corner of the Utilities window, type Network Utility in the search bar.

Open Network Utility, and then select Ping.

For all tests, select "Send only (blank) pings", and enter "100" as the number of pings.

In a text editing program such as Microsoft Word or Notepad, record the results from pinging the following 3 network addresses:

ftp.iinet.net.au
speedtest.net
speedcheck.cdn.on.net

Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Test 4: Traceroute

Windows

On a Windows PC, open the Start menu. Select All Programs > Accessories > Command Prompt. Alternatively, Search for "cmd".

Enter the following trace route commands into the Command Prompt. After each command, press Enter to action it (please note that your computer may hang for a few moments when actioning each traceroute - this is normal):

Click the CMD icon in the top left of the window and select Edit from the drop-down menu.

Click Select All to highlight the text in the Command Prompt, and then hit the Enter key on your keyboard to Copy the text.

Paste (CTRL+V) the text into a Word document or similar and save it as a text file on your desktop. We recommend that you Rename these files and add the Date and Time to the file name so you can easily recognise them when it's time to send your test results to us.

e.g. "ftptrace.txt" could be renamed to "ftptrace10AUG_Morning.txt"

MAC OSX

Click Go in the top menu bar and select Utilities. In the top right-hand corner of the Utilities window, type Network Utility in the search bar.

Open Network Utility, and then select Traceroute.

In a text editing program such as Microsoft Word or Notepad, record the results from tracerouting the following 3 network addresses:
ftp.iinet.net.au
speedtest.net
speedcheck.cdn.on.net

Save these results as a text file on your computer so that you can email them altogether at the end of testing.

Finishing up

Once you have completed all of the required tests, please email support@iinet.net.au with your test results attached.

Once your test results have been received, we can investigate further.

We'll always contact you in the event that we need further information, or to lodge a fault with nbn™.

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